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cgl102770
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Thursday, June 18th, 2026 6:47 PM

I disconnected some of the wires going to and from my router when cleaning

I was making sure each time I disconnected one that the internet still worked, not thinking it may disrupt the landline. Now, the landline is not working. 

Not sure if linking to images is allowed, but this is the setup. I dont think anyone who sees these pics will be able to tell me how to fix it, but maybe its worth a shot. Any advice is appreciated.

https://ibb.co/VY2DWckG

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7 hours ago

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XfinityGabriel

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9 days ago

 

cgl102770, Thanks for explaining what happened. That actually helps a lot. I can see how easy it would be to miss that, especially when things seemed to still be working. When it comes to landline service, it’s usually tied specifically to the modem or gateway setup, so disconnecting certain cables can interrupt just the phone line while the internet still works. Thanks for sending over that link to the images. Just to confirm, the phone line is connected to the Tel 1 (Phone 1) port, correct? We can try a couple of quick things together:
  • Double-check that all cables going into the modem are firmly connected (coax, power, etc.)
  • If everything looks correct, try restarting the modem (unplug for ~30 seconds, then plug back in)

Please let us know if this helps. If the landline still isn’t working, we can take a deeper look on our end and make sure everything is set up correctly in the account.

 

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cgl102770

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I apologize for the delay, will look in to this this evening. I appreciate your help.

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6 days ago

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XfinityJosephA

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@cgl102770 no problem at all 👍 We look forward to hearing back at your convenience.

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6 days ago

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cgl102770

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Thank you. I unplugged the modem for 30 seconds and plugged it back in, the phone is still not working. I cleaned up the wiring without disconnecting anything so you can see better how it's set up now. I've attached a better picture of the setup, the wire hilited in red runs from the Phone 1 port to the wall, not sure if that is correct. 

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1 day ago

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XfinityBradM

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@cgl102770 Have you done any sort of troubleshooting with the phone base like unplugging its power for 30 seconds before returning it? It looks like you have the phone line plugged into the Tel 1 position which is the correct one. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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10 hours ago

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BruceW

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7 hours ago

The flat cable plugged in to the gateway appears to be plugged into an Ethernet jack. If the cable is a telephone cable, it should be plugged into the jack labeled "Tel 1". If that cable isn't a telephone cable, then a telephone cable SOMEWHERE needs to plug in to "Tel 1" (The images aren't clear enough to tell what is connected to what.)

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